Jahrgang 3 (2019), Heft 1

Knowledge about the importance of sub-service encounters or touchpoints within the service process is a topic of interest to both researchers and businesses. However, existing research mainly analyses service encounter evaluations based on composite...

Despite its apparent relevance in service provision, research about customer engagement (CE) in the service context is scant. This investigation takes a broad approach on the topic and studies 1) antecedents of CE within the process of service...

This article identifies service employees as key actors in service ecosystems who contribute to and steer the resource integration process to co-create value with other ecosystem actors. In an effort to address the research question how service...

The prevalence of customer misbehaviour challenges managers and employees to apply the right strategy to deviant customers while keeping other customers satisfied. Although a high level of employee effort is deemed best in most service literature,...